Contact Center Regional ManagerAmerican 1 Credit Union • Jackson, MI, US
Contact Center Regional Manager
American 1 Credit Union • Jackson, MI, US
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]Position : Regional Manager Salary : $96,072 Benefits start on day one : Health, Dental, Vision, Responsible Time Off All offers of employment are contingent upon background screens Lead, Manage and Accountability : Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Lead Department Managers in performance, coaching, and development of themselves and their employees. This includes hiring, training, developing, and performance management. Effectively uses people analyzer to find right people, right seats. Branch Operations Leadership Team Collaboration : Collaborate with the Branch Operations Leadership team in all discussions relevant to the American 1 culture, branch operation processes and overall member experience. Participates supporting team and executing the credit union’s short- and long-term goals and objectives and communicates such goals and objectives to department managers. Focus on Purpose / Mission : Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking. Accountability Measurement and Coaching : Ensures region’s department goals and performance are aligned with organizational scorecard and business plan. Monitor, manage, and report on branch operation goals for membership, scorecard metrics and reports to VP of Branch Operations. Employee Recruitment and Retention : Works with department managers to ensure that their teams are staffed with team members that are engaged, embrace and demonstrate our core values, fulfilled in their work, properly trained and receiving regular feedback on performance. Diversity, Equity, and Inclusion : Committed to building and supporting a culture that is inclusive for all. Leadership Growth Support : Supports managers in assessment, reporting, coaching, training, and improvement plan recommendations for the team members as needed. Team Visibility and Support : Supports managers by checking in and building employee relationships. Resolves escalated concerns of credit union members and / or employees with a goal of retaining membership and employees. Serves as a back-up for department managers in their absence. Core Process, Policy and Procedure Review and Recommendations : Responsible for following and coaching to all branch operations core processes, policies, and procedures. Makes recommendations to VP of Branch Operations when appropriate. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements Community Advocate : Serves as a representative of the credit union within the institution, actively visible at credit union events, and supporting creating relationships within the region. People Focused and Strong Communication : Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus. Achiever, Initiative and Goal Driven : The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems. Focused, Decision Making and Problem Solving : Has a strong sense of urgency about proactively solving problems and getting work done; gain support by collaborating effectively for ideas, proposals, projects and solutions, take initiative; make and / or facilitate decisions considering impact on others and / or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems / issues in new ways. Leadership, Management and Accountability : Demonstrate institutional responsibility, administrative skill, as well as a commitment to and a vision for public service; ability to achieve positive outcomes by encouraging, supporting, coaching, developing and mentoring others. Committed to leading the company by strategically thinking about the business and managing effectively by working in the business. Engaged, Collaborative and Strategic Thinking : The capacity to create an achievable vision for the future by engaging and collaborating with executive team and all employees, to foresee longer-term developments, to envision options (and their probable consequences), to select sound courses of action, to rise above the day-to-day detail, to challenge the status quo. Trustworthy, Reliability and Confidentiality : Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core process, policies and procedures are followed. Lead, Manage and Accountability Region Hiring, Training, Developing, and Performance Management Communicate and align all on credit union objectives, strategies, and projects to impact member experience Confirm compliance of credit union policies, process, sales, and service metrics Monitor, manage and report region scorecard performance to provide growth in performance of all institution products and services Bachelor’s degree preferred Minimum 3 years at a management level and demonstrated strong leadership and communication skills Excellent verbal and written communication skills Working knowledge of PC applications such as Microsoft Office Ability to work independently or as a collaborative member of a team Ability to direct other team members and coach others Knowledge of credit union products, services, policies, core processes and procedures Ability to provide supervisory leadership of professional- and intermediate-level staff Demonstrated member-focused strategy skills Demonstrated skill in gathering, reporting, and summarizing trends in data Ability to express oneself clearly and articulately both orally and in writing Ability to make decisions and take initiative in problem resolution Ability to exercise tact and responsibility with handling confidential information
Job Description
Job Description
We are growing and looking for a Contact Center Regional Managers. Do you have experience with :
- Management in a Contact Center / Virtual Branch
- Leadership and coaching manager
- Hiring and employee development
If so, we invite you to consider a career at American 1 Credit Union. Below are more details before you decide to apply :
The Contact Center Regional Manager is responsible for taking the lead in creating the best member experiences through all of credit union’s contact center departments by providing leadership, direction, coaching and accountability to the Department Managers who oversee day to day operations in their departments. The leadership influence includes hiring, employee development, lending, product sales coaching, project support and member growth. The Contact Center Regional Manager is dedicated to working with the Branch Operations Leadership team to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident and driven to Achieve. The Contact Center Regional Manager works collaboratively with the entire Branch Operations Leadership team and support departments to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.
Essential Job Functions
Competencies Required
Key Accountability Items :
Requirements :
The Ideal Candidate :
NOTE : The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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Contact Center Manager • Jackson, MI, US
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